Weekly Update

Uber GC just had its biggest weekend and is gearing up for an even bigger one with the public holiday coming up. It is also University break for a number of local Universities! So expect to see an increase in trips requested across the week and a major weekend update!

Don’t forget to use the Driver App to refer friends, colleagues, and other great people to drive using Uber. Once they finish their first ten trips its extra $ in your pocket! If you are yet to be paid your referral fee, it is almost always because your referral is yet to complete their 10 trips – so follow up with your friend it’s win-win!

Tech Tip

Cancellations

Remember, if a rider cancels a trip 5 minutes after the driver has accepted the trip, the rider is charged a cancellation fee (drivers keep 80% of this fee).

New riders are provided ONE FREE cancellation. This is important to do as Uber is growing very quickly and riders (like drivers) take a couple of trips to get used to the app.

If you noticed you have had a cancellation and were not paid the cancellation fee, it will be due to the trip not having had been dispatched for 5 minutes or it being the rider’s first cancellation.

What to do if the Rider asks you to cancel the trip?

Prior to arrival, you can select INFO at the top of the Driver App. It then gives you the ability to CANCEL TRIP and will ask you for a reason. Please choose the correct one.

I’ve already arrived but I need to cancel, what do I do?

Do not begin the trip. Simply tap INFO in the top right corner of the Driver App. You can then select CANCEL TRIP and select the correct reason.

Never begin a trip in order to cancel the trip. This provides a negative experience for the Rider, they receive a charge on their account and rate you the Driver poorly. Be sure to protect your rating and cancel a trip correctly.

It is very important that you do not start the trip unless the Rider is in your vehicle or they have instructed you to do so.

Rider Complaints About Cancellations

We recommend always calling or messaging a Rider prior to cancelling any trip. If you have arrived and they are not at the indicated location wait for a brief period and contact the Rider to confirm the location or to let them know you have arrived.

This ensures the rider is informed as to why you need to cancel and you are using your time efficiently

Quality – Vehicle Smells

Riders provide us with great feedback on the trips they take and it is overwhelmingly positive. Sometimes they give us some helpful hints and tips for Drivers.

The main feedback is to be sure that there are no strong smells or odours in your vehicle or on you. Riders have informed us they give a low rating for trips with smells. This includes cars smelling of cigarette smoke, food smells, and personal odours.

Riders appreciate quality, clean drivers. If you have started to receive lower than usual ratings this may be the source!

Riders’ Feedback

If a rider is unhappy with any aspect of using Uber, whether the price or otherwise, they should get in contact with Uber so we may address it appropriately. You should reassure them that the Uber Rider Support Team will take care of their issue and they should message rider support as the appropriate avenue of recourse.

At the end of their trip when the Fare and Rating screen appears they can leave comments and feedback which the Uber Rider Support Team will see and respond to.

If they want to send a more in-depth email they can open their Rider App, tap the Uber ‘U’ in the top left corner, select Support, and Submit A Request which is found at the top right of the page. They can then write more in-depth feedback.

Useful links

FAQs TRAINING VIDEOS DASHBOARD